This is a verbatim support-forum title from a user who wrote that they had stopped using Retell and removed all phone numbers months earlier, yet were still being charged $2 monthly, and that Discord was no help. If that's you: the $2 is the Retell phone-number line item, billed monthly until the number is released. Check the Phone Numbers page in every workspace (billing is scoped per workspace, not per account), then email support@retellai.com with your org ID and the invoice numbers and ask for the recurring item to be removed and the charges since the release date refunded.

Will I lose my agents, call recordings and transcripts if I cancel?

Yes, permanently. Retell's docs warn that all workspace data is permanently deleted and cannot be recovered, and that deleting the only workspace in an account deletes the account automatically, wiping associated data including billing history and user preferences. Before you delete: export call transcripts, recordings, post-call analysis and invoices you might need for accounting or a chargeback. If you only want the charges to stop, don't delete anything, release the phone numbers and extra knowledge bases instead and leave the workspace dormant, since usage-only billing means an idle workspace accrues nothing.

Is there a Retell AI cancellation fee?

No cancellation or early-termination fee is published for pay-as-you-go. What people mistake for one is the **final invoice**: Retell's docs state a final invoice is generated and charged for any usage up to the deletion date, and if no payment method is on file it is still generated and remains due. Separately, a late-payment fee of the lesser of 10% of past-due amounts or the legal maximum applies to unpaid invoices, after a 14-day due date plus a 7-day grace period. Enterprise contracts are governed by their own MSA, so check the termination clause there.

Does Retell AI have a free trial and does it auto-charge?

It isn't a time-limited trial, new accounts get **$10 in free credits** (roughly 60 to 140 minutes depending on the LLM, voice and telephony you pick) plus 20 free concurrent calls and 10 free knowledge bases. There's no trial end date to diarise, but a card is captured at signup and billing moves to it once the free credits are used, so the risk isn't a renewal date, it's usage. Buy no credits, add no phone number, and you spend nothing. Any phone number you provision starts a $2/month recurring charge immediately.

Requesting a Refund $2 - and maybe the $10 if that was charged to card

Verbatim forum title, small mistaken-purchase refunds are the most common Retell billing request. The pattern that gets traction is the one staff ask for: post or email with **org ID, invoice number(s), disputed amount and the reason**, exactly as that thread did. Other users have asked for $2.11 back on a number bought and deleted within minutes, and for two $2 invoices from an accidental provisioning. There is no stated window, so send it the same day you spot the charge and copy support@retellai.com rather than relying on the forum alone.

Unexpected $100 Recharge With Auto Recharge Off

A live billing-forum thread reports a client charged a $100 recharge despite Auto Recharge being switched off, with the poster asking why it happened and how to get it refunded. Treat this as an unauthorised charge, not a policy question: email support@retellai.com with the org ID, the Stripe charge date and a screenshot of the Auto Recharge setting showing it disabled, and ask for a refund to the original payment method plus confirmation of which setting triggered it. If nothing lands in a week, your card issuer's unauthorised-charge route is the backstop.

Are Retell AI credits refundable?

By policy, no. Retell's billing docs state that credits never expire but are **non-refundable once purchased**, and the terms add that all fees are non-refundable except as required by law. Two practical angles remain: the terms' own 'except as required by law' carve-out, which is what a consumer buyer leans on for an unused balance or a mis-sold top-up; and asking for the balance to be applied against the final invoice when you close the workspace, so you at least don't pay twice. Credits are also scoped per workspace, so check each one before deleting.

Can I pause Retell AI instead of cancelling?

Effectively yes, and it's usually the smarter move. Because billing is post-usage with no fixed monthly fee, Retell documents a 'stop charges without deleting your account' route: stop running calls, release any phone numbers you own, delete knowledge bases beyond the free tier, and remove CPS/concurrency upgrades. Do that and the workspace sits at zero recurring cost with your agents, prompts and call history intact for when you come back. Full deletion is irreversible, so pause first, confirm two consecutive $0 invoices, and only delete if you also want your data gone.

What if Retell AI ignores my cancellation request?

Build the paper trail, then escalate off-platform. Email support@retellai.com (the address named in the terms for questions about your services, bill or the agreement) with the org ID, the exact items to release and a 5-business-day deadline; note in the same email that your workspace deletion attempt failed if it did, other users have reported the delete flow erroring. If charges continue after your dated written request, ask your card issuer to block the merchant and dispute the post-request amounts as unauthorised; a written cancellation instruction is strong evidence. Retell AI Inc. is at 540 Price Avenue, Redwood City, CA 94063.

Can I downgrade from Enterprise to pay-as-you-go instead of cancelling?

Ask, but expect it to be contractual rather than a dashboard toggle. Enterprise adds dedicated servers, custom MSA/DPA/BAA terms, SSO, RBAC and 24/7 portal support on custom pricing, so moving down means terminating that agreement and reverting to the $0.07, $0.31/minute self-serve rates. Retell's docs tell custom and enterprise customers to contact support to confirm no recurring charges remain, which is the same conversation. Email your account manager and support@retellai.com together, ask for the termination or downgrade date in writing, and check whether any committed minimum spend still runs to the end of the term.

Do I cancel Retell AI in the dashboard or by email?

Dashboard first, email as the backstop and the paper trail. Everything that actually stops money, releasing phone numbers, deleting extra knowledge bases, dropping concurrency, deleting the workspace under Settings → Workspace → General, lives in the dashboard, and there is no phone line or cancellation form. Email support@retellai.com when the delete flow fails, when an invoice blocks closure, when you're on a custom plan, or when you want a refund considered. Retell's docs list three channels, the Customer Support Portal, the support forum and email, and note the email creates the same kind of ticket as the portal.

REFUND GUIDE

How to Get a Retell AI Refund on Unused Credits.

Here's what Retell AI actually owes you, what their policy quietly says, and how to escalate if they ignore the request.

Last verified 3 days ago against Retell AI’s own Terms · UK, US, and EU rights covered below

The short answer

Two different charge types, two different outcomes. Per-minute call/chat usage and prepaid credits are the non-refundable side: Retell's terms say all fees are non-refundable except where law requires, and its billing docs state credits never expire but are non-refundable once purchased. The monthly subscription line items, phone numbers ($2), extra knowledge bases ($8), extra concurrency ($8), verified numbers ($10), run on a 1st-to-end-of-month cycle and are prorated for the portion of the month they were active, so releasing them mid-month reduces the bill rather than refunding it. Deleting a workspace still generates a final invoice for usage up to the deletion date, which remains due. Accidental charges (a number bought and deleted the same day, an auto-recharge that fired with auto-recharge off) are handled case-by-case via support@retellai.com or the community billing forum, not by a stated policy window.

Or let yoink chase the refund.

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What Retell AI actually says

“All fees are non-refundable except as required by law or as otherwise expressly provided for in these Terms.”
, verbatim from Retell AI’s terms

Pro-rata refund: yesStatutory cooling-off: 14 days in UK + EU on new subs

How long does a Retell AI refund take?

Most merchants agree to a straightforward refund within 1 to 3 working days of a well-written email request. Once agreed, the money itself takes another 3 to 5 working days to land, that part is card-network processing and no merchant can skip it. If nothing has arrived 10 working days after a written “refund approved”, reply on the same thread asking for the ARN (acquirer reference number), which your bank can trace.

What you can claim

The law where you live is the strongest hook, lead with it when you contact the company.

United States

Fair Credit Billing Act (FCBA)
Dispute any credit-card charge in writing within 60 days.
For US credit-card payments, the FCBA gives you 60 days from the statement date to dispute a Retell AI charge in writing. Your card issuer is required to investigate and may withhold the disputed amount during the process.
California ARL refund right
Refund if cancel was blocked or unclear.
If Retell AI made it hard to cancel under California ARL, you’re entitled to a refund of charges taken since the obstruction. Multiple class actions (including against Adobe + Hulu) have set the precedent.

Worldwide

Card-issuer chargeback
Visa/Mastercard chargeback works everywhere they do.
Open a chargeback for “subscription not cancelled” or “services not as described”, your bank initiates, Retell AI has ~45 days to defend. Works regardless of where Retell AI is headquartered.
PayPal Buyer Protection
If you paid via PayPal, open a dispute.
PayPal’s Buyer Protection covers “item not as described”, applies to services that didn’t deliver. Resolution typically within 20 days.

Rights in other regions (United Kingdom, European Union)

United Kingdom

Section 75, Consumer Credit Act
Credit card issuer is jointly liable. £100-£30,000.
For UK credit-card charges between £100 and £30,000, your card issuer is jointly liable with Retell AI for any breach. Call your bank, say “Section 75 claim”, send evidence. Usually resolved in 2-4 weeks.
Consumer Contracts Regulations 2013
Full refund within the 14-day window.
Inside 14 days of starting any Retell AI subscription, you’re entitled to a full refund of any payment taken, no questions, no policy override.
Citizens Advice + Trading Standards
For repeated bad-faith refusals.
Free escalation lane: file with Citizens Advice (08082231133), they pass it to Trading Standards. Slow (8-12 weeks) but creates a paper trail Retell AI can’t ignore.

European Union

Consumer Rights Directive 2011/83/EU
14-day withdrawal across all EU member states.
EU-wide statutory right to withdraw and recover any payment within 14 days of subscription start. Mirrored in local law in every EU country.
ECC-Net cross-border escalation
EU Consumer Centre network mediates against EU sellers.
If Retell AI is based in another EU country, your local European Consumer Centre will mediate the dispute for free. List of national contacts at commission.europa.eu.

The 4-step refund email

Email the right address
Use support@retellai.com, the route yoink has verified actually gets read for Retell AI.
Use a clear subject line
Subject: Refund Request, [your account email]

Send this body

Hi Retell AI team,

I'm requesting a refund of the recent charge on my subscription, account [your account email].

Under the FTC's Click-to-Cancel rule, cancellation must be available through a channel as simple as the one I signed up through. Please confirm by reply that the refund will be processed to my original payment method.

If a full refund isn't available under your policy, I'd accept a pro-rata refund for the unused portion.

Best,
[your name]

Wait 7-14 days, then escalate
If you haven’t heard back in 14 days, escalate via the regional route above, a card-issuer chargeback works in every market.

Refund FAQ for Retell AI

There is no cancel button, because pay-as-you-go has no fixed monthly fee. Retell's terms say that to cancel you must **delete your workspace or remove all subscription-based items (e.g., phone numbers) before the end of the current Subscription Period**, otherwise the services renew and you owe the renewal fees. In practice: stop all running calls, release every Retell phone number from the Phone Numbers page, delete knowledge bases beyond the free 10, drop paid concurrency, settle open invoices, then Settings → Workspace → General → ⋯ → Delete. Email support@retellai.com if the delete flow errors.